Restaurant Overview:
Abundance, a modern Taiwanese bistro located in Katong, is a favorite among locals for its creative dishes like Gua Bao and playful cocktails. Despite its strong appeal, Abundance faced challenges common to restaurants of its archetype: retaining diners, improving online visibility, and re-engaging lapsed customers.

Pre-Oddle Challenges:
Before adopting Oddle Loyalty, Abundance’s growth was hindered by:

• A lack of systematic data collection to understand customer behavior or identify returning diners.

• Ineffective engagement with lapsed customers due to limited visibility of customer preferences.

• Low online reputation growth, as happy customers were not being encouraged to leave reviews.

To address these challenges, Abundance turned to Oddle Loyalty for a systematic and data-driven solution.

Oddle Loyalty Implementation

Oddle Loyalty was introduced as a central tool for customer retention, re-engagement, and reputation building. Here's how Abundance implemented and benefited from its promises:

Maximizing the Top of the Funnel

Promise Delivered: Oddle Loyalty helps restaurants identify as many customers as possible by capturing behavioral data and building a rich customer database.

• Solution: Abundance adopted Oddle’s check-in loyalty system, capturing data from all diners, not just the payee, ensuring a broader customer database.

• Result: Within three months, Abundance captured over 12,000 customer profiles, significantly enhancing its ability to engage with diners.

• Incentive: A welcome drink was offered to encourage sign-ups, leading to 30% enrolment of first-time diners, compared to the industry average of 5%.

  
  

Identifying and Engaging Happy Customers

Promise Delivered: Oddle Loyalty encourages satisfied customers to leave positive reviews, boosting online reputation.

• Solution: After their first visit, Oddle Loyalty automated a feedback survey to gather insights from diners. Happy customers were seamlessly directed to leave positive reviews on Google.

• Result: This increased Abundance’s online visibility, attracting more first-time diners and creating a flywheel effect of discovery and growth.

  
  

Defining Customer Dining Habits and Segmentation

Promise Delivered: Oddle Loyalty uses data to segment customers based on their behavior and preferences to improve retention rates and drive repeat visits.

• Solution: Abundance used Oddle’s insights to design personalized campaigns that aligned with customer preferences, including:

  • Return Hooks:

    • Free Mala Popcorn Chicken with a $50 spend.

    • 1-for-1 cocktails for returning diners.

    • 3 beers for the price of 2 to encourage group outings (bringing in new customers).

  • These hooks targeted weekday diners and group diners, based on segmentation insights.

• Result: The first-time customer return rate increased to 22%, compared to the archetype average of 10%.

  
  

  
  

  

Re-Engaging Lapsed Customers

Promise Delivered: Oddle Loyalty makes restaurants accessible to lapsed customers through targeted campaigns and offers.

• Solution: Abundance leveraged Oddle to send personalized reminders and targeted promotions to lapsed customers within three months of their visit. EDM broadcasts also promoted exclusive delivery offers, converting lapsed dine-in customers into delivery customers.

• Result:

  • 35% of lapsed customers returned through targeted campaigns.

  • Delivery sales doubled after database engagement.

Tangible Outcomes

Customer Engagement:

• 30% of first-time diners enrolled in the loyalty program through the check-in system.

• Over 12,000 customer profiles were captured within three months, expanding Abundance’s ability to engage diners meaningfully.

  
  

Retention and Re-Engagement:

• The first-time customer return rate increased to 22%, doubling the archetype average.

• 35% of lapsed customers were re-engaged through targeted campaigns and creative return hooks.

  
  

Impact on Revenue:

• Repeat diners now contribute 1.5x more to sales compared to previous months.

  
  

Delivery Cross-Channel Conversion:

• Delivery sales doubled after engaging the database with targeted EDM campaigns.

  
  

Testimonial

"Oddle Loyalty has transformed how we engage with our diners. By capturing data from every customer, not just the payee, we’ve built a rich database that helps us understand our customers better. Automated surveys and creative return hooks have not only boosted retention but also driven growth across dine-in and delivery channels. Oddle Loyalty is more than just a points system—it’s a tool for building lasting relationships."

— [Owner/Manager], Abundance

Key Takeaways and Learnings

Abundance’s success demonstrates the value of Oddle Loyalty in delivering on its promises. Key takeaways include:

• Maximizing Enrolment: The check-in system ensured data capture from all diners, achieving a 30% enrolment rate compared to the industry standard of 5%.

• Leveraging Happy Customers: Automated feedback surveys directed satisfied customers to leave positive reviews, fueling a virtuous cycle of growth.

• Effective Retention Strategies: Personalized return hooks, such as free dishes and group drink offers, doubled return rates compared to the archetype average.

• Re-Engaging Lapsed Customers: Targeted campaigns and delivery promotions converted 35% of lapsed customers and doubled delivery sales.

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Learning: A loyalty system that captures data across the customer journey, combined with creative and timely engagement strategies, drives both retention and revenue growth.

Want to engage your customers and drive revenue growth like Abundance? Let Oddle Loyalty help you transform your customer retention strategy. Contact us today to get started!